Founding Customer Success Lead

About this job

SigNoz is looking for a Founding Customer Success Lead for a fully remote position in India. SigNoz is an open-source observability platform built on OpenTelemetry, backed by YC, combining logs, metrics, and traces into a single tool. As the company experiences fast revenue growth and operates on a usage-based revenue model, this role is the very first dedicated customer success position at the organization. A normal day in this hands-on role involves working directly with the founders to build customer success systems from scratch, classifying paying accounts into tiers, monitoring customer health scores derived from warehouse data, managing retention and save plays, identifying expansion opportunities, converting monthly users to annual commitments, and serving as the primary voice of the customer back to product and engineering teams.

Responsibilities

• Tier paying accounts and establish appropriate engagement models such as named owners or shared Slack channels.
• Build and maintain trusted customer health scores using ingestion volume, billing, and product usage data.
• Monitor risk signals like usage drops and billing spikes to execute proactive save plays and churn post-mortems.
• Drive revenue growth by negotiating annual commitments and managing renewals for existing customers.
• Gather and prioritize customer feedback based on revenue impact to share with product and engineering.
• Collaborate with technical support to fast-track escalations for top-tier accounts.
• Own gross and net revenue retention targets and run weekly account reviews with the founders.

Requirements

• 6-10 years of experience in B2B SaaS customer success, ideally with technical products sold to engineers.
• Proven track record of owning revenue retention metrics like GRR, NRR, or renewals.
• Experience working with usage-based or consumption pricing models.
• Demonstrated ability to build customer success systems, health scores, and playbooks completely from scratch.
• Technical aptitude to converse with SREs and platform engineers, read usage dashboards, and write basic SQL.
• Commercial mindset comfortable negotiating annual commitments and discussing financial terms.
• Experience managing US-based customers directly with the ability to overlap with US mornings a few times a week.

Good to have

• Background in engineering with an understanding of technical terms.
• Prior experience setting up a customer success platform or building health scoring on raw data.
• Experience moving customers from monthly to annual plans at scale.
• Formal management or mentoring experience with other CSMs.

Who should apply

This role suits an experienced, hands-on customer success professional who enjoys building functions from the ground up rather than inheriting established teams. Candidates should have a strong background in B2B SaaS working with technical, engineer-focused products, along with direct experience handling US-based accounts and consumption-based pricing models. Because this is a foundational leadership role at SigNoz, applicants must be comfortable taking charge personally, establishing scalable systems, and collaborating closely with founders. Freshers should not apply as 6-10 years of specific industry experience is required.

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